IT Processes Mostly Unaligned With Service Level Management Documentation, Say 57 Per Cent of Organizations

IT Processes Mostly Unaligned With Service Level Management Documentation, Say 57 Per Cent of Organizations
31/03/2010

47 per cent of organizations surveyed considered their services to be poor. 3 per cent believed their documentation fully aligned with their processes.

 

Axios Systems, the world’s leading provider of IT Service Management (ITSM) solutions, including the assyst software, today reveals the results of a survey conducted during its second in a series of webcasts around Service Catalog that shows 47 per cent of organizations surveyed considered their services to be poor.

 

During the second webcast, ‘Designing and Defining Your Services’, participants were asked a series of questions around their services and offerings. When asked about their organization’s Service Level Management documentation and how it reflects the IT processes they provide, 57 per cent said they were ‘mostly unaligned’ or not aligned at all. Only 3 per cent believed their documentation fully aligned with their processes. This is concerning as it is vital that the documentation be fully aligned with the processes to create a solid foundation for a successful Service Catalog implementation and to ensure the processes help IT support the business as efficiently and effectively as possible.

 

This issue can start to be addressed by carrying out a Service Catalog workshop, whereby all relevant parties, both in IT and the business as a whole, have a collective discussion to decide on what services and service offerings should be included in the Service Catalog.

 

Considering the systems and services in place at attendee organizations, 47 per cent described their organizations as having good systems, but poor services and only 29 per cent felt they had both good systems and good services. Most organizations therefore feel they have the systems in place but are potentially not using them as effectively as possible. In addition the services organizations are offering may not be sufficiently defined, which is holding them back from optimizing their service provision to the organization.

 

Both this webcast and the previous one, ‘Building a Business Case for Service Catalog’, emphasized the importance of getting customer buy-in to the project in order to ensure its success. Attendees were asked what they were doing to get their customers involved in their Service Catalog implementations. Of those surveyed, 44 per cent were having regular review meetings and scoping workshops with service owners while other tasks highlighted included staff training and reporting.

 

While the Service Catalog is seen as a means of keeping customers up-to-date with the services and offerings an organization’s IT department provides, many organizations have also started, or intend to start using it, for non-IT departments. Of those surveyed, 29 per cent plan to use the Catalog for facilities management and 26 per cent for administration services. Using the Service Catalog as a tool for non-IT departments provides a great platform for showcasing the services they offer and automating processes, which not only reduces manual errors, but can also create significant cost efficiencies.

 

Ailsa Symeonides, Sales and Marketing Director at Axios Systems says, “It is clear from the survey results that many organizations still require a lot of support with their Service Catalogs and Service Level Management. Axios hopes that our webcasts and other resources, such as our workshops, can help organizations to improve and become more efficient.”

 

About Axios Systems

 

For more than 25 years, Axios Systems has been committed to innovation by providing rapid deployment of SaaS and on-premise IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer deployments, Axios is a worldwide leader in ITSM solutions.

 

Axios’s ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams.

 

An out-of-the-box solution, assyst enables faster, less costly delivery and support of IT services better than any other enterprise-class ITSM solution, allowing our clients to offer unparalleled multichannel support.

 

For more information, please visit our website at www.axiossystems.com

Press Contact: pr@axiossystems.com

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